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SYSTEM AND METHOD FOR AN OPTIMIZED, SELF-LEARNING AND SELF-ORGANIZING CONTACT CENTER

  • US 20170169325A1
  • Filed: 02/28/2017
  • Published: 06/15/2017
  • Est. Priority Date: 05/23/2014
  • Status: Active Grant
First Claim
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1. A system for an optimized, self-learning and self-organizing contact center comprising:

  • a topic-based routing module stored in a memory of and operating on a processor of a computing device;

    an interaction information optimization module stored in a memory of and operating on a processor of a computing device; and

    wherein the interaction information optimization module;

    monitors all communication into and out of the contact center;

    analyzes each communication stream to identify topic-related identifiers; and

    creates optimized relationships between topic-related identifiers present in analyzed communications and business value-related topics attached to contact center resources using information theory algorithms and machine learning; and

    wherein the topic based routing module;

    receives a text request for assistance from a user via a network;

    infers the topic distribution of the request based using an information theory algorithm;

    receives an optimal contact center resource to service the request for information from the interaction information optimization module; and

    routes the request to the contact center resource best suited to respond to the request.

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